Work with BookingKit bookings
Use this when an order in ToucanTix was sold through BookingKit and you need to know which system to change. Bookings made on BookingKit are pushed into ToucanTix through the API by a connector; ToucanTix does not pull bookings from BookingKit itself.
Before you start
Confirm:
- the order in question shows the payment type Booking Kit
- you know whether your venue's BookingKit connector is managed in-house or by a partner
How BookingKit orders appear
A booking transferred from BookingKit arrives as a normal order with tickets and an invoice. The payment on the order shows Paid with Booking Kit and is recorded as already settled, because the customer paid on the BookingKit side. Tickets from these orders behave like any other tickets, including entrance scanning.
To make external bookings easy to filter, the connector can set an order channel on each order. Order channels are managed under Settings > Order Channels, where each channel has a Channel ID and a Name and can set a Default payment method and a Default point of sale for orders from that channel.
Ownership boundaries
Apply changes in the system that owns them:
- Refunds, payment disputes, and payout questions: BookingKit.
- Ticket, attendee, and check-in questions: ToucanTix back office.
- Booking changes (dates, quantities): change them where the booking was made; if the connector does not push updates, the systems can diverge.
Identify and correlate a booking
When comparing the two systems, collect from the ToucanTix order:
- the order number and invoice number
- the BookingKit booking reference or external ID, recorded as the order's External reference when the connector provides it
- the customer name and email address
- the order channel, when your connector sets one
- the ticket numbers, for gate or scan questions
Use the BookingKit booking reference or an explicit ToucanTix order/channel mapping as the primary correlation key. Use customer email and booking date only to confirm the match; they are not unique enough to identify a booking safely on their own. If the connector stores neither reference nor mapping, collect the BookingKit reference and ToucanTix order number and ask the connector owner to trace them before changing either record.
Expected result
You can tell for any BookingKit-sourced order which system owns the payment, where a refund must be processed, and which identifiers to use when comparing both systems.
Troubleshooting
| Problem | What to check |
|---|---|
| A BookingKit booking is missing in ToucanTix | Whether the connector is running and whether the booking was completed in BookingKit; collect the booking reference and time for support. |
| Refund attempted in ToucanTix does not work | Payments of type Booking Kit cannot be refunded from ToucanTix; refund in BookingKit and document it on the order. |
| External orders are hard to filter | Whether the connector sets an order channel, and the channel setup under Settings > Order Channels. |
| Customer data looks incomplete | External bookings may carry less customer detail than shop orders; correct the customer record in the back office if needed. |
